HDI San Antonio Local Chapter updated mission and value proposition

Welcome to the HDI San Antonio Local Chapter.  Our mission is to serve San Antonio area businesses and organizations by helping them increase the value, stature and strategic importance of their Information Technology Support organization.  

What's in it for me?  Joining the HDI San Antonio Local Chapter gives area information technology leaders access to a variety of of resources including:

  • A community of Information Technology Professionals that gives San Antonio area IT Leaders an opportunity to "Connect" and share real-life  "Best Practices" in the areas of Service Management and Technology Support.
  • Programs & Events that feature industry SMEs leading presentations and discussions on  Information Technology Support and Service Management “Best Practices”.
  • Training and Certification in the areas of IT Support, Leadership, KCS and Service Management.
  • Annual Awards & Recognition Program that recognizes San Antonio’s top Information Technology Support Practitioners, Leaders and Teams. Awards include Service Desk Analyst of the Year, Desktop Support Technician of the Year, Manager of the Year, Team Excellence, KCS and Service Improvement.
  • Industry publications including white papers and the annual HDI Salary & Practices survey.
  • Discounts for HDI Annual Conference and Fusion.

Want to get hooked up?  Please contact Jesse Vazquez, our VP of Membership for more details and information on attending our next event.

HDI is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year.  Our Vision is to be the Premier Information Technology Support Association in South Texas.

7th annual HDI San Antonio Awards Program nomination process

Nominations are now open for the HDI San Antonio Service Desk Analyst of the Year and the Desktop Support Technician of the Year awards.  Your company may nominate up to two people in each category for this prestigious award.  All nominees will be our honored guests, at our Annual HDI San Antonio Awards Luncheon, on Thursday, December 1 at Maggiano’s, The Rim.

The process starts with the written nominations that are filled out by each nominee’s manager and submitted via the online process to HDI. The written nominations are scored by a panel of independent judges with each answer rated on a scale of 1 to 10.  We also do a recorded telephone interview with the nominees and similarly score each answer on a scale of 1-10.  There are 6 questions, 60 points for the written nomination and 6 questions, 60 points for the recorded interview.     The written nomination and recorded interview carry equal weighting in the evaluation of our nominees and the selection of our winner.

It is very important to follow the specifics of each question in both the written nomination and the recorded interview.  Most of the questions ask for examples of situations where the nominee exhibited certain attributes like customer service, leadership skills or motivation.  The judges need examples in order to properly score the nominees.

Please visit http://www.thinkhdi.com/events/awards.aspx for more details and to submit your nominations.  Please feel free to contact Bernard Beaullieu at 210-710-4161, bbeaulieu@beaullieu.com  with any questions.

2016 HDI San Antonio Awards Program Timeline:

  • Now through Monday, October 31 – Nominations being accepted.
  • Week of November 14 – Recorded Interviews for the top 5 nominees from each category.
  • Thursday, December 1 – Awards Luncheon at Maggiano’s – All nominees will be honored and the winners announced.

Please join us in thanking Y&L Consulting for sponsoring this year’s event.

Y&L
Photography by Joel Spring, RxDesign

Web design, professional photography, illustration, animation, video, and multimedia to meet your prescribed needs .:. www.rxdesign.com

 

HDI San Antonio Event – Incident Management with Alex Sayavedra, Rackspace

alexPlease join your local HDI San Antonio chapter, friends, and colleagues at the CPS EMC auditorium on October 19th as walk through how a local world-renowned hosting company implemented their Incident Management program with presenter, Alex Sayavedra.

Alex was born and raised in the Rio Grande Valley and moved to San Antonio shortly after graduating from High School to attend UTSA’s computer science program.

He started at Rackspace in 2006 where he moved through several different roles before landing into support operations. This role ultimately developed dynamically into what soon became an Incident Management team of three. Throughout his tenure with this new team, they adopted and implemented Rackspace versions of the ITIL framework adding Change and Problem management.

After eight years in Incident Management, Alex transitioned into Cyber Security where he now leads Rackspace’s Cyber Fraud and Defensive Infrastructure team.

Please join us in thanking our sponsor for this event, Robert Half Technology.RHT_logo_RGB

 

 

 

 

Eventbrite - HDI San Antonio Event - Incident Management

Announcing the 7th Annual HDI San Antonio Awards Program

Each year, HDI honors the very best of the technical support profession with a variety of industry-renowned awards. These awards recognize the individuals, teams, and organizations that have most enhanced the image of the support industry by attaining the highest standards of quality and customer satisfaction.

We have two awards programs that we run locally her in San Antonio.  The Service Desk Analyst of the Year and the Desktop Support Technician of the Year programs.  Once again, Y&L Consulting is our sponsor for this year’s event.Y&L

Your company may nominate up to two people in each category for this prestigious award.  The local winners will go on to a regional competition.  The regional winners move on to compete with other winners from across North America and are recognized at the HDI Annual Conference next spring.  This quality program is offered at no additional cost as a benefit of your HDI Membership.  All nominees and managers will be our honored guests, at our Annual HDI San Antonio Awards Luncheon, on Thursday, December 1 at Maggiano’s, The Rim.

2016 HDI San Antonio Awards Program Timeline:

  • Now through Monday, October 31 – Nominations being accepted.
  • Week of November 14 – Recorded Interviews for the top 5 nominees from each category.
  • Thursday, December 1 – Awards Luncheon at Maggiano’s – All nominees will be honored and the winners announced.

Please visit http://www.thinkhdi.com/events/awards.aspx for more details and to submit your nominations.  Please feel free to contact Bernard Beaullieu at 210-710-4161, bbeaulieu@beaullieu.com  with any questions.

BernardPhotography by Joel Spring, RxDesign

Web design, professional photography, illustration, animation, video, and multimedia to meet your prescribed needs .:. www.rxdesign.com

 

Looking for a great way to bolster your leadership skills?

AOY2015_Analyst

2015 HDI San Antonio Analyst of the Year nominees

AOY2015_Desktop

2015 HDI San Antonio Desktop Technician of the Year nominees

Every year the HDI San Antonio Local Chapter hosts a special awards ceremony honoring the best local Service Desk Analysts, Desktop Support Technicians, Support Managers and Support Teams.  The nomination process will start in a couple of weeks culminating with the local Awards Banquet on December 1st.  We are looking for a few volunteer judges to score the written nominations and the recorded telephone interviews.  In addition to being a very rewarding experience, judging the Service Desk Analyst and Desktop Support competition represents a rare opportunity to gain  insight into what skills and attributes peer leaders and support organizations value in their top performers.  Hearing San Antonio’s best analysts and technicians give their perspective on information technology support is amazing.

Judging the local competition is a 4 hour commitment that will take place in November and will consist of scoring the written nomination forms and the recorded interviews.  The forms and interviews are distributed via email so judges can carve out a convenient time to do the scoring.  This year we are looking at streamlining the process by only interviewing the top 5 nominees from each category.

Are you interested in serving your local IT support community as a judge for the HDI awards program?  Please contact Bernard Beaullieu for more details.

HDI San Antonio Roundtable Event

HDISA-151203-1201-7244Come join San Antonio’s top Information Technology Service & Support leaders in a roundtable discussion about KPIs & Metrics.  This roundtable is a follow up to June’s meeting, Service & Support as a business: KPIs that tell the big picture, presented by Jeff Rumburg, MetricNet, LLC.  How is your organization using KPIs & metrics?  Please click here for more information and registration.

We are all somewhere on the path to becoming a “World Class” IT Service & Support organization.  Mr. Rumburg  analyzed data from over 3,700 IT Service & Support Benchmarks, applied the 80/20 and came up with this short list of KPI’s that we should focus on to gauge and improve our performance.

  • Cost – Cost per ticket
  • Quality – Customer Satisfaction
  • Productivity – Agent Utilization
  • Call Handling – First Contact Resolution Rate
  • TCO – First Level Resolution Rate
  • Agent – Agent Job Satisfaction
  • Aggregate – Balanced Scorecard

Area leaders will share how they are using these KPIs to improve the quality and value of the service they provide.

Thank you to New Horizons Learning Centers for hosting and sponsoring this great event.  New Horizons will serve Rudy’s BBQ.  There is no charge to attend this event.

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